IT Client Support Technician III

Commonwealth of Kentucky; Frankfort (KY); On-site; USD 748,000 - 770,000; Full time

Job summary

Commonwealth of Kentucky in Frankfort seeks an IT Client Support Technician III to deliver end-user hardware and software support, and coordinate installation of agency software and printers per enterprise standards.

The role troubleshoots complex issues, supports incidents, logs tickets in ServiceNow, and liaises with IT teams to ensure timely resolutions in a fast-paced government environment.

Qualifications

• Three years of experience in centralized endpoint management, systems analysis, systems support, or computer operating systems.
• Substitute EDUCATION for EXPERIENCE: Additional education in computer science, IT, or related field will substitute for the required experience on a year-for-year basis.
• Substitute EXPERIENCE for EDUCATION: Additional experience in centralized endpoint management, systems analysis, systems support, computer operating systems, or related field will substitute for the required education on a year-for-year basis OR a certification in an IT-related field will substitute for the required education.

Responsibilities

• Provide technical direction and support to end users.
• Act as a liaison between customers and other COT teams.
• Monitor service desk tickets to ensure timely response and resolution.
• Submit recommendations to workgroups and teams pertaining to technology efforts.
• Asset Reporting and accounting measures.
• Log and track customer issues within ServiceNow.
• Maintain accurate record reporting in ServiceNow relating to hardware inventory transfers and ticket management.
• Assist lower-level technicians by providing advanced technical expertise.

Skills

Customer service skills

Experience in computer hardware and软件?

Education

High School graduate

Job description

Pay Grade

14

Salary

$5,593.64 Monthly

Employment Type

EXECUTIVE BRANCH | FULL TIME | INELIGIBLE FOR OVERTIME PAY | 18A | 40.0 HR/WK

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Location

501 High Street
Frankfort, KY 40601 USA

Description

This position is in the Office of Client Support Services, Division of Fields Services, and Field Services WestBranch.

The IT Client Support Technician III provides technical support to users in the Frankfort area and coordinates the installation of computer hardware, installation of agency specific software, printers, and other IT-related equipment according to enterprise standards. The IT Client Support Technician III troubleshoots and resolves advanced customer reported issues by providing client-side support for incidents relating to the operating system and computer hardware and software.

The Commonwealth Office of Technology enables a proficient digital government supportive of a 21st centuryeconomy by being a trusted and valued business partner with unyielding commitment to cost-effective servicedelivery. Our mission is to support agency partners in the fulfillment of their core mission by providing technology leadership, services, and solutions in a secure, transparent, and fiscally responsible manner.

• Provide technical direction and support to end users.
• Act as a liaison between customers and other COT teams.
• Monitor service desk tickets to ensure timely response and resolution.
• Submit recommendations to workgroups and teams pertaining to technology efforts.
• Asset Reporting and accounting measures.
• Log and track customer issues within ServiceNow.
• Maintain accurate record reporting in ServiceNow relating to hardware inventory transfers and ticket management.
• Assist lower-level technicians by providing advanced technical expertise.

Preferred skills include:

• Customer service skills
• Experience in computer hardware and software support, systems analysis, systems support, or computeroperating systems.
• Good verbal and written communication skills
• Ability to work under pressure
• Time management skills
• Ability to take initiative

The ideal candidate should have strong communication skills and have displayed the ability to complete workrelated activities in a professional manner. Ideal candidates would be able to multitask and have a proven history of sounddecision making in high stress situations and possess the ability to adapt to the ever-changing environment ofthe IT industry.

If you are interested in a challenging and rewarding career where you can make a positive difference in theCommonwealth of Kentucky, we look forward to reviewing your application for the IT Client Support TechnicianIII position.

Minimum Requirements

EDUCATION: High School Graduate.

EXPERIENCE, TRAINING, OR SKILLS: Three years of experience in centralized endpoint management, systems analysis, systems support, or computer operating systems.

Substitute EDUCATION for EXPERIENCE: Additional education in computer science, IT, or related field will substitute for the required experience on a year-for-year basis.

Substitute EXPERIENCE for EDUCATION: Additional experience in centralized endpoint management, systems analysis, systems support, computer operating systems, or related field will substitute for the required education on a year-for-year basis OR a certification in an IT-related field will substitute for the required education.

SPECIAL REQUIREMENTS (AGE, LICENSURE, REGULATION, ETC.): NONE

Working Conditions

Typical working conditions for a specific position may be listed on the individual position description.

Probationary Period

This job has an initial and promotional probationary period of 6 months, except as provided in KRS 18A.111.

Contact

If you have questions about this advertisement, please contact Mackendy Alcinvil at [e-mail] or 502-782-3793.

Equal Opportunity Employer

An Equal Opportunity Employer M/F/D